WorldVentures Holdings LLC

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Workforce Management Supervisor

at WorldVentures Holdings LLC

Posted: 7/28/2019
Job Reference #: 3839
Keywords: operations

Job Description

  • Job LocationUS-TX-Plano
    Posted Date3 weeks ago(7/26/2019 12:49 PM)
    Company
    WorldVentures Services, LLC
    Primary Site
    Plano, TX
    ID
    2019-3839
    Category
    Call Center
    # of Openings
    1
    Position Type
    Full-Time [F]
  • Overview

    Plans and monitors customer contact center schedules and operations | Provides management information and productivity forecasts by observing customer call patterns | Develops, monitors and analyzes key performance indicators | May schedule call center equipment maintenance and repair appointments

    Responsibilities

    Supervise the real-time performance of service level attainment for the Client Services operation for World Ventures. This role will proactively partner with management teams to ensure maximum utilization of resources in order to achieve service level objectives, retention initiatives, and real-time performance monitoring for all contact channels. Supervises the Workforce team to ensure effective and efficient operations. Directs the development and implementation of short or long term volume/staffing forecasting models for inbound and outbound lines of business unit. Produces and implements automation or procedural changes to increase productivity, accuracy and improvement and workflow. Consistent exercise of independent judgment and discretion in matters of significance. Real-time Support analytics management through skill-based routing familiarity and strategy. Other duties and responsibilities as assigned.

    Qualifications

    Bachelor's degree in Human Resources, related field, or equivalent work experience.